Job Details
The Company and the Role:
Pioneering Service Desk Analyst opportunity now available within an award-winning Telecommunications business in West Yorkshire. This is a genuine full-time permanent role offering office based first line support and problem solving, working Monday to Friday 37.5 hours per week.
Working in a proven service desk team taking calls from external customers with hardware and software problems.
Resolving all problems and offering support over the phone, working to agreed KPI’s and SLA’s held by a passionate and pioneering business.
You will also offer continuous improvement feedback, to improve the customer experience, as you are looking to build trusted rapport and appropriate relationships with premier customers and colleagues around the business.
Key Features:
As an exceptional Service Desk Analyst, you will be logging and categorizing calls on a call logging system, recording details clearly and concisely about the fault and what has been tried.
Providing trusted feedback to users regarding their issues until a resolution can be found, which can require liaising with other experienced internal and external support teams.
Taking ownership of any case, working within specified KPI’s and SLA’s, set in place as part of the Service Desk Analyst team, calling customers back when agreed, as well as internal and external stakeholders in the fault resolution.
Providing trend analysis from Service Desk software, including assisting with daily and or weekly reports.
Making sure 1st time fixes are achieved without escalation, escalating unresolved incident when no fix can be found, and monitoring the 2nd line technical teams follow up and resolution is completed.
Knowledge and Skills Required:
To be successful in this role you will need to be an accomplished Service Desk Analyst you must have good technical knowledge of Windows 7, 8 and 10, this is essential.
Accomplished and knowledgeable in Windows Server and MS Exchange Administration Support, including Active Directory, as well as Microsoft Office, this is essential.
Knowledgeable and experience using Remote Control Software (VNC, Dameware, Bomgar), Network folder access permissions and configurations, is essential.
Must be an accomplished telephone handler and effective communicator, having worked in a call centre, service desk team or similar inbound call handling role, using active listening skills with customers, colleagues and external contacts.
Must have proven understanding and genuinely technically minded, able to quickly understand a client, their products, and how the fault can affect them in their industry, knowledge and experience working with ITSM tools such as ‘HP Service Centre’ and ‘Service Now’, ‘Citrix’, ‘Backup Solutions’, ‘Cloud Computing Environments’, and ‘ITIL Foundation certification’, are essential.
Must have proven analytical and problem-solving abilities, especially in relation to continual service improvement.
What’s on Offer?
Basic salary of a Service Desk Analyst is £18,000 per annum.
Working hours are Monday to Friday 37.5 hours per week, with working shifts starting at 6:30am finishing at 7:30pm, no weekends, your shift pattern will be confirmed in advance so you know if you are working an early, normal or late shift.
25 days holiday + bank holidays + additional 1 day’s holiday for every year worked up to 30 days holiday maximum.
The option to buy up to an extra 5 holiday days.
4 Weeks Company sick pay, childcare + eye care vouchers.
Discounted Medicash membership.
Employee of the Month rewards across the business.
Employee discount at over 1,200 retailers (food, travel, clothing stores etc.)
Discounted company products and services are also available, to reduce your own utility costs.
Applicants Please Note:
Do not apply for this vacancy unless you are experienced and currently working as a Service Desk Analyst with your own transport, based in or living close to West Yorkshire.
For UK based roles, in line with the requirements of the UK Asylum and Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to making an application. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
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This job is no longer available for new applications.
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